Nigeria's Customer Satisfaction Hits 71% in 2025 Report

The Nigeria Customer Service Index (NCSI) Group released its 2025 report during the 2026 Customer Service Week, indicating that customer satisfaction in Nigeria hit a record high of 71%. This report, the third in its series since 2023, surveyed 12 economic sectors and revealed a decline in service quality across most sectors.

E-commerce emerged as the top-performing sector with a score of 75%, a 15-point increase from 2024, followed by Real Estate at 72% and Telecommunications with a modest growth of one point. The report highlighted that nine out of the twelve sectors recorded lower scores compared to the previous period, with Transportation, Power, and the Public Sector experiencing the sharpest declines.

The report was signed by Orode Jennifer, Head of Media & Communications, and Anozie Christian, Team Lead at NCSI Group. It utilized a structured web-based questionnaire, gathering 21,387 responses across all 36 states and the Federal Capital Territory (FCT).